Case Study: The Intermec CN3 Improves Productivity

Designed to survive the rigors of the field, Intermec’s CN3 mobile computer strongly appealed to We Energies since its gas technicians frequently endure unpredictable conditions.

A We Energies contract employee recently tested the CN3’s ability to survive extreme wear and tear. Mid-route, the technician set his CN3 on his car bumper and drove away without realising he had left it there. The mobile computer flew off the back of the vehicle and landed on the side of the road. Two weeks later, it was found by a county highway worker and returned to We Energies. Despite a few scratches, the handheld worked like new and all of the data was recovered. It was ready to be put back into the field immediately.

“We were extremely impressed that the CN3 was still in one piece after sitting on the side of the road for so long,” said Kris Ackerman, Senior Engineer, Gas System Operations at We Energies. “We knew right then that we had made the right choice with Intermec and would get our money’s worth from this investment.”

Recognising the Need for a Solution

We Energies, an electric and gas company with customers in Wisconsin and in Michigan’s Upper Peninsula, strives to provide the most cost-effective and reliable service possible to its customers. It is imperative for We Energies to keep natural gas flowing safely and reliably throughout its service area. Each year, the company performs more than 200,000 service leak surveys to inspect its gas service facilities and ensure that they are in top condition. Due to state and federal regulations, its gas technicians must provide accurate, timely data to guarantee that all inspections have been completed and that equipment is functioning properly.

We Energies recognised that its paper-based, barcode scanning data collection method was time consuming and inefficient. The method required technicians to hold the leak equipment in one hand and a clipboard of paper routes in the other. The workers then had to document the survey results on paper. A portion of every day was spent scanning numerous barcodes, each representing a specific condition or completion status of the survey, from the results gathered.

“We realised that the gas technicians were recording their data on paper and then completing their barcode scanning at the end of the day,” said Ackerman. “We needed a new solution that was efficient in the field yet user-friendly for our employees in order to improve upon this process.”

Automating in the Field

In fall 2006, We Energies turned to Process & Technology Solutions to purchase Intermec’s CN3 mobile computers in order to improve its leak survey process. In April, the new mobile device with an in-house built application was implemented. Now, field workers simply have to download route information to their mobile computers at the beginning of their shifts and then document any actions taken while carrying out the surveys in the field. The solution also features a bright display for use in direct sunlight. In the future, technicians will also be able to document unusual conditions using the integrated camera.

As a result, the organisation has dramatically reduced paper usage to become more environmentally friendly and lower costs. The mobile computers have also eliminated the need for end of day scanning, enabling technicians to complete more surveys per shift. In addition, employee morale has improved because technicians appreciate being able to store and organise all of their data in one mobile device.

The data collection error rate has also declined significantly since deployment of the CN3. Because gas technicians now enter their data on the spot, there is less room for mistakes. Also, the user-friendly CN3 alerts technicians when an item has not been entered properly. Ultimately, the mobile device’s features enable field workers to complete their surveys accurately and in a hassle-free manner.

A One-Handed Solution

We Energies’ previous solution did not permit it to tailor the barcode scanner to meet its specific needs. The CN3, however, has allowed the company to customise both the “enter” and “tab” keys on the right side of the handheld as well as the “up” and “down” scrolling buttons on the left side. The tailoring of buttons has minimised the need to use a stylus and allows users to enter their data with increased speed. It also enables technicians to input data with one hand while holding their survey equipment in the other. Since most of the gas facilities are in good condition and do not require any follow up maintenance, completing the process one-handed has enabled workers to carry out more surveys per day.

In addition, employees are able to download route information containing all of the data needed for the day. The device displays routes in street address format, allowing technicians to carry out the surveys in the most logical order. The application also provides status summaries to ensure that all surveys are completed. Previously, workers would frequently have a route of 600 sites to survey but could only account for 595 of them. The previous technology could not tell the field workers what sites they had missed, however. This was a large problem since it is imperative that all sites be surveyed correctly. Now, workers can simply refer to their mobile device to make sure they have completed their routes in full.

“The technicians are saving time and completing more surveys because they can record their data and move on without having to spend time at the end of the day on data entry,” Ackerman concluded. “The CN3 contains features that make the work day easier and more efficient for all parties.”